Cashwin Casino - プレイヤーのCashwinからの引き出しが遅れています。

Dear Sir/Madam,

I am writing to you today because I am experiencing significant issues with the withdrawal of my winnings (€7,000) from the online casino Cashwin.

I registered with the casino on June 14th and won through Blackjack games and sports betting. I am currently waiting for the withdrawal of seven transactions, each of €1,000.

According to the information on Cashwin's homepage, withdrawals should be processed within 72 hours. Unfortunately, this time frame has already passed.

In several chat conversations with Cashwin's support team, I was assured that my case would be handled with priority. Sadly, nothing has happened thus far.

My account is verified, and I have submitted the required documents.

What else can I do? Can you assist me in this matter?

Best regards,

Christoph

Sehr geehrte Damen und Herren,

Ich wende mich heute an Sie, da ich erhebliche Probleme mit der Auszahlung meiner Gewinne (7.000€) beim Onlinecasino Cashwin habe.

Ich habe mich bei dem Casino am 14.06 angemeldet und durch Blackjack Spiele und Sportwetten Gewinne erzielt. Nun warte ich auf die Auszahlung von sieben Auszahlungsaufträgen a 1000 Euro.

Laut den Angaben auf der Homepage von Cashwin soll die Auszahlung innerhalb von 72 Stunden erfolgen. Diese sind leider bereits rum.

In mehreren Chatkonversationen mit dem Chat Support von Cashwin wurde mir zugesichert, dass der Fall mit Priorität bearbeitet wird. Leider ist bislang nichts passiert.

Mein Konto ist verifiziert und ich habe die benötigten Unterlagen eingereicht.

Was kann ich nun noch tun? Können Sie mir hier helfen?

Viele Grüße,

Christoph

Dear ChrisMZ05,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.

Could you please specify when exactly you submitted your withdrawal requests?

When was the last time you communicated with customer support regarding the delay in your payment? What was their reply?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for the fast feedback.

I submitted the first withdrawal requests on May 31st. Cashwin advertises that withdrawal requests are processed within 72 hours.

I chatted with customer support yesterday and the response was that the payments team is working on the withdrawals.

To be honest, I don't really understand why it takes so long. With all the other betting providers I've been active with so far, I had to go through verification and then I could make the corresponding withdrawals relatively quickly. With Cashwin, my account is also verified, but the withdrawal is on hold.

In the meantime, my withdrawal orders have totaled 10,000 euros (10 orders of 1,000 euros each).

Best regards,

Christopher

Hallo Veronika,

Vielen Dank für die schnelle Rückmeldung.

Ich habe die ersten Auszahlungsaufträge am 31.05 eingereicht. Cashwin wirbt ja damit, dass Auszahlungsaufträge innerhalb von 72 Stunden bearbeitet werden.

Ich habe gestern mit dem Kundensupport gechattet. Die Antwort war, dass das Zahlungsteam an den Auszahlungen arbeitet.

Um ehrlich zu sein verstehe ich das nicht so ganz dass das so lange dauert. Bei allen anderen Wettanbietern bei denen ich bisher aktiv war musste ich die Verifizierung durchlaufen und konnte dann relativ zügig entsprechende Auszahlungen vornehmen. Bei Cashwin ist mein Konto auch verifiziert, jedoch ist die Auszahlung on hold.

Inzwischen haben sich meine Auszahlungsaufträge auf 10.000 Euro summiert (10 Aufträge a 1.0000 Euro).

Viele Grüße,

Christoph

Thank you for your reply. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding. 

Dear ChrisMZ05,

Could you please advise if you received any of your winnings yet?

Yes, the first part has been transferred.

So that's it.

Thanks for the support

Ja , der erste Teil wurde überwiesen.

Hat sich somit erledigt.

Danke für die Unterstützung

Thank you for your information. Do you wish to close this complaint as resolved or do you wish to keep the complaint open until you receive all your winnings? Please let me know.

Dear ChrisMZ05,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.